The customer service industry has the highest employee turnover rate of around 30-50%. We look at how conversational AI is helping agents improve efficiency.
Customer service and satisfaction have become business priorities in today’s highly competitive environment.
Customers love to share their experiences. However, a negative experience can cost a business significantly. Because of this, companies are constantly in need of practices that can help improve customer satisfaction and loyalty.
Conversational AI has been around for over a decade. The opportunity to implement an artificial intelligence agent support service to improve service quality and reduce the burden of customer support is ripe.
In this post we cover:
- How to use AI to make an agent’s life easier
- Five tips for using conversational AI Agent Assist for better performance
- Automate repetitive processes
- Access to analytics and data for better performance
- Personalize conversations for growth
- Reduce waiting time
- 24*7 customer support with extended agent capabilities
- Conversational AI agent support. a friend, not an enemy
Forbes stated in a report that businesses can expect to increase sales by 67% using chatbots. But how does this help agents?
So let’s see how an AI agent can be used to help make an agent’s life easier.
As businesses grow, so does the demand for better customer services, which calls for a positive and interactive customer experience. At the same time, a good agent experience is equally important to ensure employee satisfaction.
Key things that define agent satisfaction include:
- Ease and simplicity of solving customer problems.
- Quality of interaction with experienced customers.
- The value they get at the end of the day.
- Opportunities to hone their skills to grow.
- Opportunities to reduce burden from repetitive tasks.
Having a team of satisfied agents and offering them an exceptional experience is vital for improved and efficient customer service. With the factors involved in achieving a good agent experience considered, let’s take a look at how AI agent assistance can make customer support more accessible.
5 tips to use conversational AI Agent Assist for better performance
The customer service industry has the highest employee turnover rate of around 30-50%. With its obvious capabilities, conversational AI can turn into an agent’s best friend, solving problems that everyone else has overlooked.
Let’s take a quick look at the top 5 tips for adopting conversational AI for a better agent life:
1. Automate repetitive processes
The first and best way to use conversational AI to improve the work life of agents is to automate a repetitive process. One can drastically reduce the number of tickets assigned to an agent by using AI agent assistance. It will enable agents to acquire new knowledge and skills for growth prospects.
Automating FAQs with conversational AI also addresses one of the customer expectations of self-service. 69% of customers try to solve problems on their own before asking for help. So with conversational AI, businesses can kill two birds with one stone.
2. Access to analytics and data for better results
By using conversational AI to assist agents, businesses can oversee better data analytics. Facilitating better decision-making and support, AI provides agents with a unified view of customers. This significantly improves agent efficiency and customer experience.
In addition, trend analysis by AI can offer better context to the problem and improve the solution. Conversational AI provides agents with suggestions and details from previous inquiries to efficiently resolve customer inquiries.
Agent dashboards show customer satisfaction scores (CSAT) with agents, track the status of their conversations, and even measure their overall KPIs at a glance without cluttering up unnecessary data. This helps in the training and growth of agents in the organization.
3. Personalize conversations for growth
Conversational AI makes personalized recommendations based on data from past consumer interactions. The right integrations allow agents to receive information from your other applications, such as CRM, Google Maps, and marketing tools. etc. without changing tabs.
It also helps customer support to develop meaningful connections with their consumers on a larger scale. Agent support features such as note-taking can help take notes while speaking with a customer and convey these important points to the next agent while preserving context.
One can improve sales and achieve growth by offering personalized and customized offers with the help of an AI agent.
4. Shorten waiting time, better response
One of the most important hurdles customer support or agents face when looking for growth is results or performance. Increased wait times can irritate customers, leading to negative feedback that hinders growth opportunities.
By using the help of an AI agent, the waiting time can be significantly reduced. Other features, such as canned or quick replies, can help agents select one of the pre-saved messages and respond to the customer in a short time.
Letting conversational AI handle everyday, generalized tasks while an agent handles unique, critical queries is a win-win situation for the business, the customer, and the agent.
5. 24*7 Customer Support with extended agent capabilities
The chatbot is open for customer access 24*7. Meanwhile, conversational AI can augment the agent with insights, knowledge base, alerts and notifications.
If the agent cannot answer the query or search for a suitable solution from the script, the AI ​​agent assistant can help with the answer. This will save the customer time and eliminate the possibility of a negative experience.
Conversational AI agent support. a friend, not an enemy
According to IBM, chatbots can help businesses save up to 30% on customer support costs by reducing response times, freeing up agents for more complex tasks and answering 80% of basic inquiries.
Indeed, AI agent assistance is here to help reduce the burden on customer service agents and not replace them. It enables them to acquire new skills that are essential for growth. Agent Assistant is a true friend designed to make agents’ lives easier. For businesses, having effective conversational AI is vital to growth. Verloop.io is one of the best providers known for the most advanced and successful conversational AI. It also focuses on empowering agents with agent AI and helps improve service quality and agent satisfaction.